About this role
Job summary
As our new Reception Supervisor, you will step into a pivotal leadership role at the very heart of our GP practice, driving the daily success of our front-line team. We are looking for someone who will inspire, mentor, and support our reception staff to deliver a seamless, high-quality, and deeply compassionate service to our patients.
Your day-to-day will be dynamic and rewarding: you will handle team rotas, coordinate vital clinical workflows like appointment booking and care navigation, and act as a trusted bridge between patients, staff, and practice management.
By championing a culture of continuous improvement, strict confidentiality, and professional growth, you will directly shape a welcoming, efficient environment where both our team and our local community can thrive.
This role will is a job share with our existing supervisor at 28 hours a week across 5 days. Our normal opening hours are 08:00-18:30 and we also provide enhanced access hours from 07:00- 19:30.
Main duties of the job
Team Leadership: Supervise, support, and rota the Reception team. Assist with recruitment, induction, training, and appraisals.
Daily Operations: Oversee appointments, workflow, repeat prescriptions, room allocations, and patient communications.
Patient Services: Support effective care navigation and signposting. Handle escalated patient queries and complaints with empathy.
Quality Improvement: Monitor team performance and identify ways to continuously improve our patient services.
Compliance: Maintain strict confidentiality (UK GDPR) and uphold high health, safety, and infection control standards.
About us
At The Manor Surgery in Beeston, we pride ourselves on being a 7-partner GP practice driven by a shared commitment to exceptional patient care and a truly supportive workplace.
We are a close knit team who strive to provide excellent patient care for our patients. Our work ethic is built on collaboration, high standards, and a passion for our local community, meaning we tackle the daily rewards and fast-paced challenges of primary care together.
You will be joining a dedicated reception team that celebrates success, supports one another through busy days, and laughs together.
Alongside a warm and inclusive atmosphere, we offer fantastic benefits, including access to the NHS Pension Scheme and a strong commitment to your personal development and well-being.
Job description Job responsibilities
Job Summary
To lead and support the Reception and Patient Services Team in delivering a high-quality, patient-centred service. The post holder will ensure patients are welcomed, assisted, signposted and directed to the most appropriate healthcare professional or service in a courteous, efficient and effective manner.
The post holder will be responsible for the day-to-day supervision of reception and administrative functions, ensuring the smooth operation of front-line services, supporting staff development, promoting continuous service improvement and contributing to the achievement of practice objectives.
Key Responsibilities
Team Leadership and Supervision:
Lead, supervise and support the Reception and Patient Services Team.
Act as a role model, promoting professionalism, teamwork and excellent customer service.
Support the recruitment, induction, training, development and appraisal of staff.
Ensure all staff understand and comply with Practice policies, protocols, Standard Operating Procedures and relevant legislation.
Monitor staffing levels and manage rotas to ensure adequate service cover, including contingency planning for annual leave and unexpected absence.
Provide day-to-day guidance and support, managing operational issues and escalating concerns where appropriate.
Assist in resolving patient concerns and support the management of complaints.
Operational Management:
Coordinate and oversee daily reception and administrative activities
Monitor the Practice generic email account and ensure correspondence is directed appropriately.
Coordinate room allocation for clinical and visiting staff.
Ensure communication systems operate effectively and that staff are informed of procedural or operational changes.
Maintain patient-facing information, including waiting room notices, self-check-in systems and communication displays.
Oversee general housekeeping responsibilities to ensure a safe, professional environment.
Patient Services:
Support the delivery of a welcoming, responsive and patient-focused service.
Provide hands-on support to the reception team and undertake reception duties when required.
Ensure patients are treated with dignity, respect and compassion at all times.
Promote effective care navigation to help patients access the most appropriate service or clinician.
Support the efficient handling of telephone, face-to-face and electronic patient enquiries.
Quality Improvement and Performance:
Monitor service performance and identify opportunities for improvement.
Contribute to quality improvement initiatives, audits and service developments.
Support the Practice Management Team in achieving operational and organisational objectives.
Encourage a culture of continuous improvement and shared learning.
Confidentiality and Information Governance:
The post holder will have access to confidential information relating to patients, staff and the business of the Practice.
All information must be treated as strictly confidential and managed in accordance with Practice policies, UK GDPR, Data Protection legislation and NHS Information Governance requirements. Information may only be disclosed to authorised individuals in line with Practice procedures.
Health, Safety and Infection Prevention & Control:
The post holder is responsible for promoting and maintaining a safe working environment and will:
Comply with all Health and Safety policies and procedures.
Identify and report hazards, risks and incidents.
Use equipment and systems safely and appropriately.
Participate in mandatory training relevant to the role.
The post holder must adhere to and support all Infection Prevention and Control (IPC) policies, procedures and best practice standards within General Practice. This includes maintaining a clean and safe environment, following hand hygiene and personal protective equipment (PPE) requirements, reporting IPC concerns and participating in mandatory IPC training and assessments.
Equality, Diversity and Inclusion:
The post holder will support and promote equality, diversity and inclusion by:
Treating patients, colleagues and visitors with dignity, respect and fairness.
Acting in accordance with Equality Act legislation and Practice policies.
Creating a welcoming and inclusive environment for all.
Personal and Professional Development:
The post holder will:
Participate in annual appraisal and performance review processes.
Maintain and develop the knowledge and skills required for the role.
Undertake mandatory and role-specific training as required.
Contribute to the development and learning of colleagues where appropriate.
Communication
The post holder will:
Communicate effectively with patients, carers, colleagues and external organisations.
Maintain professional and constructive working relationships.
Adapt communication methods to meet individual needs.
Other Duties
The duties and responsibilities outlined in this Job Description are not exhaustive and may be amended following consultation to meet the changing needs of the Practice.
The post holder may be required to undertake other duties appropriate to the nature of the role.
Person Specification
Other Requirements Essential
Commitment to maintaining patient confidentiality and professional standards. Willingness to undertake mandatory and role-specific training. Flexibility to meet the operational needs of the Practice. Commitment to equality, diversity, inclusion and patient-centred care.
Experience Essential
Significant experience working within a GP Practice, Primary Care or NHS healthcare setting. Experience of supervising, mentoring or supporting staff within a customer-facing or healthcare environment. Experience of managing competing priorities and coordinating workloads in a busy environment. Experience of dealing with patient enquiries, concerns and difficult situations professionally and effectively.
Desirable
Previous experience in a Reception Supervisor, Patient Services Supervisor, Team Leader or similar role within General Practice. Experience of staff rota management, recruitment, induction and appraisal processes. Experience of handling complaints and supporting service improvement initiatives.
Qualifications Essential
Good standard of general education including GCSE (or equivalent) English and Mathematics at Grade C/4 or above.
Desirable
NVQ Level 3 or equivalent qualification in Business Administration, Customer Service, Management or Healthcare Administration. Leadership or management qualification.
Skills & Abilities Essential
Excellent communication and interpersonal skills. Ability to lead, motivate and support a team. Ability to remain calm and professional under pressure. Strong organisational and time management skills. Ability to prioritise workload and delegate effectively. Competent IT skills, including Microsoft Office and clinical systems. Ability to maintain confidentiality and exercise discretion at all times.
Desirable
Ability to analyse service performance and identify opportunities for improvement. Experience of contributing to audits, quality improvement projects or operational change.
Personal Attributes Essential
Positive, approachable and supportive leadership style. Reliable, adaptable and committed to delivering high standards of patient care and customer service.
Knowledge Essential
Understanding of General Practice operations and patient pathways. Understanding of confidentiality, Information Governance, Data Protection and GDPR requirements. Understanding of Equality, Diversity and Inclusion principles. Understanding of Health & Safety and Infection Prevention & Control requirements within healthcare settings.
Desirable
Knowledge of NHS contractual requirements, CQC standards and Primary Care Network working. Familiarity with clinical systems such as SystmOne.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name The Manor Surgery
Address Middle Street
Beeston
Nottingham
NG9 1GA
United Kingdom
Employer's website https://www.themanorsurgery.com/ (Opens in a new tab)